No assistance and No payout

A year passed and after sending monthly requeststo Old Mutula to rectify funeral policy information, my mother passed away, When I went to the Head Office, the employee apolgied and told me these things happen. Not only that but I could ask them to instead payback my monthly premiums and they would probably assist. I decided to not back down and continue to fight. I sent emails to the Insurance Ombudsman, Arbitrator and Complaints management department. I have not gotten closure on why the information was captured incorrectly. Instead, I was sent amended and scanned documents that I was told i had signed. And my policy was changed without consulting me.